“Contact centers are at a disadvantage without AI to streamline operations. With Alphanumeric’s solution, we can standardize answers to questions we get frequently and free up our agents to focus on other work.”
Vincent Atalese
Operations Manager
The Challenge
Our client, GSK, was seeking a digital transformation of its Global Response Center that would grant patients access to fully-compliant, structured information 24/7×365. The streamlined solution needed to…
Standardize repetitive requests
Drive transactions to a self-service model
Allow agents to turn their attention to higher-value initiatives
The Solution
An omnichannel, AI-packed solution to meet our client’s needs.
Accurate
Results
- Natural language processing (NLP) in 38 languages
- Understands complex dialogs and conversational intent
- Lexicon packed with everyday language & life science language!
Fully
Compliant
- Compliance and regulatory committee involved from the start
- Screening for adverse events
- Frees up agents to focus on higher value initiatives
Streamline
Operations
- Constantly adapts its knowledge base
- Ability to transfer to live agent
- Transforms patient experience
The Results
Delivering accurate and fast results on more than 20 US websites!
4,000+ questions answered
Average deflection rate 71%
